Senior Manager - Technical Support Engineering

Job summary

Responsibilities

As Senior Manager, Technical Support Engineering, you'll shape the future of our technical support function. You'll lead and develop a team of technical support specialists and establish a new technical support engineering function.

• Set the direction for the technical support craft. Translate company goals into a clear strategy for the function: strong technical capability, collaborative ways of working, and…
• Lead and grow technical support experts. Guide technical support experts across countries, mentoring them to strengthen technical judgment, troubleshooting depth, and execution.
• Develop specialist talent. Create clear growth paths for technical support engineers and specialists, identifying where deeper product and platform expertise will have the…
• Evolve the support model. Modernize how technical support operates, driving specialization, workflow optimization, and the thoughtful adoption of automation and AI.
• Measure what matters. Mature how success is measured, going beyond core support metrics to quality, technical effectiveness, and customer outcomes.

What they're looking for

• Leadership maturity. Significant experience leading Technical Support or Technical Support Engineering teams in high-growth B2B SaaS environments.
• Strong technical support craft. A deep understanding of what excellent technical support looks like, with experience building specialist capability in troubleshooting, product…
• Technical fluency in a SaaS environment. Enough hands-on depth to lead credibly in our domain: you understand API integration debugging, enterprise identity and authentication…
• Experience evolving support models. A track record of modernizing support through specialization, workflow optimization, and the thoughtful adoption of automation and AI…
• Organizational design and talent development. Experience evolving team structures, developing technical specialists, and creating clear growth paths.